Remember to have job titles make the first email less formal- I have received- I've got regulation introduction? introduction of changes in regulations. In the second email- 'where residents put their garbage in it' - no need 'in it'. even when our office You need to use different language between the first and second emails. cannot see the memo. Calling every resident? maybe email instead? remember,in the second email you are making suggestions - so we suggest that....
To: Becky Chan
From: Jan Wong
Subject: Complaint from Resident
Date: 22 March 2011
Hi Becky!
I have recently received a letter from a resident complaining about the new garbage collection system and our staff! I am confused and I need your help!
The first problem is that the resident (Ms Ma) lost her key of the new locked refuse room where residents put their garbage in it. But it was during the Chinese New Year that our office was closed and she could not get a spare key. Therefore her garbage had to be kept for the next three days in her flat. She said that under the old system, which residents can put their garbage at the bins at the bottom of the staircase, it could be avoided.
Also she talked about the risk of losing keys.Since using the keys can access the back stairs from the garbage room and those stairs lead to certain flats, robbery would probably happen if the keys fall into wrong hands.
Besides, she thinks that before regulation introduction there should be prior consultation with residents. But there was none of that before this introduction of regulations.
Finally, she thinks that our staff is rude and unhelpful in handling any cases.
What can I do? Please help me and reply me ASAP!!
Best,
Jan
Dear Mr. Chan
I am writing to ask for approval for the solutions to the complaint recently received from a resident, Ellen Ma.
In her letter of complaint, she outlined four problems,
1. Lost Key
The first problem is that the resident (Ms Ma) lost her key of the new locked refuse room where residents put their garbage in it. But it was during the Chinese New Year that our office was closed and she could not get a spare key. Therefore her garbage had to be kept for the next three days in her flat. She said that under the old system, which residents can put their garbage at the bins at the bottom of the staircase, it could be avoided.
The cause of the problem is the carelessness of the resident. However, there are some measures can be done to avoid this problem. The spare key of the garbage room can be kept by the security guard so that even our office is closed during public holiday, residents can still obtain a spare key if the same case happens again.
2. Risk of losing keys
The second problem is that she talked about the risk of losing keys.Since using the keys can access the back stairs from the garbage room and those stairs lead to certain flats, robbery would probably happen if the keys fall into wrong hands.
The cause of the problem is 3. No consultation on the new policy before implemented
The third problem is that she thinks that before regulation introduction there should be prior consultation with residents. But there was none of that before this introduction of regulations.
The cause is that the residents can not notice the memo we have posted on the notice board near the lift and we suggest that a phone call to the residents can ensure all residents will be informed about the implementation of the new system.
4. The attitude of the our staff
The forth problem is thatshe thinks that our staff is rude and unhelpful in handling any cases.
The cause is that the resident is subjective to the attitude of the staff as she was feeling unsatisfied and angry during the time of complaint. we suggested that
Remember to have job titles
make the first email less formal- I have received- I've got
regulation introduction? introduction of changes in regulations.
In the second email- 'where residents put their garbage in it' - no need 'in it'.
even when our office
You need to use different language between the first and second emails.
cannot see the memo.
Calling every resident? maybe email instead?
remember,in the second email you are making suggestions - so we suggest that....
To: Becky Chan
From: Jan Wong
Subject: Complaint from Resident
Date: 22 March 2011
Hi Becky!
I have recently received a letter from a resident complaining about the new garbage collection system and our staff! I am confused and I need your help!
The first problem is that the resident (Ms Ma) lost her key of the new locked refuse room where residents put their garbage in it. But it was during the Chinese New Year that our office was closed and she could not get a spare key. Therefore her garbage had to be kept for the next three days in her flat. She said that under the old system, which residents can put their garbage at the bins at the bottom of the staircase, it could be avoided.
Also she talked about the risk of losing keys.Since using the keys can access the back stairs from the garbage room and those stairs lead to certain flats, robbery would probably happen if the keys fall into wrong hands.
Besides, she thinks that before regulation introduction there should be prior consultation with residents. But there was none of that before this introduction of regulations.
Finally, she thinks that our staff is rude and unhelpful in handling any cases.
What can I do? Please help me and reply me ASAP!!
Best,
Jan
Dear Mr. Chan
I am writing to ask for approval for the solutions to the complaint recently received from a resident, Ellen Ma.
In her letter of complaint, she outlined four problems,
1. Lost Key
The first problem is that the resident (Ms Ma) lost her key of the new locked refuse room where residents put their garbage in it. But it was during the Chinese New Year that our office was closed and she could not get a spare key. Therefore her garbage had to be kept for the next three days in her flat. She said that under the old system, which residents can put their garbage at the bins at the bottom of the staircase, it could be avoided.
The cause of the problem is the carelessness of the resident. However, there are some measures can be done to avoid this problem. The spare key of the garbage room can be kept by the security guard so that even our office is closed during public holiday, residents can still obtain a spare key if the same case happens again.
2. Risk of losing keys
The second problem is that she talked about the risk of losing keys.Since using the keys can access the back stairs from the garbage room and those stairs lead to certain flats, robbery would probably happen if the keys fall into wrong hands.
The cause of the problem is
3. No consultation on the new policy before implemented
The third problem is that she thinks that before regulation introduction there should be prior consultation with residents. But there was none of that before this introduction of regulations.
The cause is that the residents can not notice the memo we have posted on the notice board near the lift and we suggest that a phone call to the residents can ensure all residents will be informed about the implementation of the new system.
4. The attitude of the our staff
The forth problem is thatshe thinks that our staff is rude and unhelpful in handling any cases.
The cause is that the resident is subjective to the attitude of the staff as she was feeling unsatisfied and angry during the time of complaint. we suggested that